Dispute Resolution Officer – Casual 1 to 2 days per week

6 days ago

Southport Queensland, Australia Safe Financial Group Full time $60,000 - $80,000 per year

About Safe Financial

At Safe Financial, we've been helping Australians for over 25 years with fair and responsible financial solutions.

We take pride in being a values-led organisation where customer fairness, compliance, and integrity come first.

We're now seeking a Dispute Resolution Officer to join our growing team in Southport. This is a fantastic opportunity for someone who enjoys problem-solving to ensure customers receive fair and timely outcomes.


About the Role

As our Dispute Resolution Officer, you'll be responsible for managing customer complaints and dispute cases from start to finish.

Your focus will be on ensuring all complaints are handled efficiently, professionally, and in line with Safe Financials' Dispute Resolution procedures.

You'll work closely with our Director and Department Team Leaders to ensure complaint outcomes are fair, compliant, and commercial.


Key Responsibilities

  • Manage incoming customer complaints through to resolution in accordance with Safe Financials' IDR process.
  • Handle external dispute cases lodged with AFCA.
  • Communicate assertively and empathetically with customers, representatives, and external stakeholders.
  • Support management with reporting and continuous improvement of our complaints-handling framework.
  • Ad hoc legal work and updates from our solicitor.

About You

You're proactive, professional, and understand the importance of fairness and clear communication in financial services.

To be successful, you'll have:

  • Previous experience in complaint handling or dispute resolution, ideally within the financial sector.
  • Familiarity with AFCA processes, ASIC RG271 (Internal Dispute Resolution requirements), RG 209 (Responsible lending), National Consumer Credit Protection Act, Credit Reporting Code, Privacy Act.
  • Excellent written and verbal communication skills.
  • Strong problem solving skills.

Desirable:

  • Experience in credit, collections, or financial hardship assessment.

Why Join Safe Financial?

  • Flexible days and hours – expected to be 1 to 2 days per week ongoing.
  • Supportive and collaborative team culture.
  • Convenient Southport location, with on-site parking and EMF gym membership.
  • Opportunity to be part of a business that genuinely values doing the right thing by its customers.

Apply Now

If you're passionate about helping people, resolving issues fairly, and maintaining high standards of compliance and service, we'd love to hear from you.

Please submit your resume and a short cover letter outlining your experience and interest in this role.

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